19 publicaciones de empleo destacadas de user support specialist – level 2 en lomas de tecamachalco, mex (¡Están contratando!)

End User Support Specialist – Level 2
Mapal Group —Ciudad de México, CDMX
- Tiempo completo
- Trabajo híbrido
- Administración de personal
- Salesforce
- Inglés
Postulación rápida
Support Specialist L1, PMS
Shiji, US Inc. —Colonia Polanco, CDMX
- Incluye fines de semana
- Microsoft Powerpoint
- Bilingüe
- Microsoft Word
Postulación rápida
5d
Support Specialist L1, POS
Shiji, US Inc. —Colonia Polanco, CDMX
- Incluye fines de semana
- Microsoft Powerpoint
- Bilingüe
- Microsoft Word
Postulación rápida
MacOS IT Helpdesk Specialist
EOS —Ciudad de México, CDMX
- Licenciatura
Postulación rápida
Retention Specialist
SpotOn —Ciudad de México, CDMX
- Tiempo completo
- Administración de personal
- Mercadotecnia
- Salesforce
- Seguro dental
Postulación rápida
Support Engineering Specialist
Hewlett Packard Enterprise —Ciudad de México, CDMX
- Tiempo completo
- DevOps
- Inglés
- Maestría
EDI Specialist
Infosys —México Nuevo, CDMX
- Administración de personal
- Servicio al cliente
- ERP systems
Postulación rápida
Media Operations Specialist - Compute Consumer Campaigns
Qualcomm —Ciudad de México, CDMX
- Administración de personal
- Doctorado
- Maestría
CRM Implementation Specialist
Qatalys Software Technologies —Ciudad de México, CDMX
- CRM software
- Oracle
- Salesforce
Specialist, Deactivations
Lyft —Ciudad de México, CDMX
- Administración de personal
- Servicio al cliente
- Inglés
4d
Director, Technology Product Management
BSA-JLL - LaSalle Partners, MEX —Federal, CDMX
- Tiempo completo
- Oracle
- Administración de personal
- Informática
Postulación rápida
Software Development Specialist
NTT Ltd —Ciudad de México, CDMX
- Azure
- Administración de personal
- Informática
SiteOps Specialist
EarnIn —Ciudad de México, CDMX
- Liderazgo
Postulación rápida
Senior Business Systems Analyst (Workday)
EarnIn —Ciudad de México, CDMX
- Home Office (Desde casa)
- Análisis de datos
- SQL
- Recursos humanos
Postulación rápida
Epic Healthy Planet / Population Health Analyst (Mexico & Costa Rica)
OneSeven Tech —Portales Sur, CDMX
- Tiempo completo
- Administración de personal
- Inglés
- Licenciatura
- Vacaciones adicionales o permisos con goce de sueldo
- Programa de referidos
Postulación rápida
Sr Microsoft 365 & Infrastructure Specialist (CDMX)
HARTING México S.A. de C.V. —Residencial Militar, CDMX
- Bilingüe
- Microsoft Access
- Azure
Postulación rápida
Sales Analyst
DiDi Global —Cuauhtémoc, CDMX
- Administración de personal
- Análisis de datos
- Inglés
12d
Quality & Training Specialist, Spanish Speaking - Video Safety Operations - Mexico City
TikTok —Ciudad de México, CDMX
- Administración de personal
- Inglés
5d
Quality & Training Specialist, Spanish Speaker - Live & Monetization - Mexico City
TikTok —Ciudad de México, CDMX
- Administración de personal
- Inglés
5d

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End User Support Specialist – Level 2
Mapal Group —Ciudad de México, CDMX
Minimum 3–5 years in a Level 2 Technical Support, Systems Analyst, or similar SaaS support role. Perform Root Cause Analysis (RCA) on recurring issues and…
Postulación rápida
Premium User Experience Specialist
BIGO TECHNOLOGY PTE. LTD. —Del Valle Norte, CDMX
Build trusted relationships with premium users by delivering personalized support through chat. In this role, you'll become the trusted point of contact for a…
$22,000 a $25,000 por mes
Postulación rápida
6d

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End User Support Specialist – Level 2

Mapal Group -
Ciudad de México, CDMX

Postulación rápida

Información del empleo

Tiempo completo

Cualificaciones

Jira
Administración de personal
Gestión de incidentes
Plurilingüe
Salesforce
Inglés
Experiencia en bases de datos
Capacitación
DNS
HTTPS
SaaS

Descripción completa del empleo

About Mapal

We are a fast-growing B2B SaaS company transforming how hospitality businesses operate through technology. Mapal Group provides an integrated platform that helps restaurants, hotels, and contract catering brands optimize operations, empower their teams, and scale efficiently. Operating across Europe, the UK, and LATAM, we continue to expand our footprint as we accelerate our growth.

Our Culture

Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals.

Role Overview

We are looking for a proactive and technically skilled Level 2 End User Support Specialist to join our growing team.

In this role, you will act as a senior escalation point between frontline support and engineering teams, owning complex issue resolution, improving support processes, and helping elevate the overall capability of the support function.

You’ll combine deep product knowledge with analytical thinking to drive operational excellence, reduce recurring incidents, and improve customer experience through effective troubleshooting and knowledge sharing.

Key Responsabilities

Incident Management &Technical Escalation
- Act as the primary escalation point for complex, multi-system, or ambiguous support cases.
- Coordinate and manage Major Incidents using established MIM processes.
- Perform Root Cause Analysis (RCA) on recurring issues and identify whether they stem from user error, configuration, or system defects.
- Reproduce software bugs in controlled environments and create detailed defect reports for engineering teams.
- Investigate issues using logs, API responses, network diagnostics, and internal troubleshooting tools.
- Improve escalation quality and contribute to reducing recurring incidents.
- Help increase first-contact resolution rates through Level 1 enablement.
Knowledge Management & Self-Service
- Own and improve the quality of the internal Knowledge Base and external Help Center.
- Create, review, and publish technical documentation, troubleshooting guides, and best practices.
- Continuously optimize support documentation based on product updates and customer feedback.
- Drive self-service adoption and reduce incoming ticket volume
Release Management & Product Intelligence
- Review release notes and product updates ahead of launches.
- Translate technical changes into clear support impact assessments.
- Proactively communicate known issues and potential risks.
- Identify support readiness gaps before releases go live.
Continuous Improvement
- Identify systemic issues early and escalate them with data-driven insights.
- Help reduce MTTR and minimize customer impact.
- Track recurring incident trends and drive long-term improvements.
- Maintain excellent case management discipline, ensuring SLA compliance and verified resolutions.
Team Development & Mentorship
- Mentor and support Level 1 Support Specialists in their day-to-day work.
- Deliver knowledge-sharing sessions and technical coaching.
- Increase Level 1 autonomy and reduce unnecessary escalations.
- Lead by example in customer communication, case management, and technical excellence.

✅ Qualifications

Must-have:
- Ability to read and interpret application logs, error codes, and API responses.
- Experience with ticketing and CRM platforms such as Zendesk, Salesforce, Freshdesk, or Jira.
- Experience working alongside SaaS product and engineering teams.
- Strong experience reproducing software bugs and documenting defects clearly.
- Minimum 3–5 years in a Level 2 Technical Support, Systems Analyst, or similar SaaS support role.
- Strong analytical and problem-solving mindset.
- Excellent communication skills in both English and Spanish (written and spoken).
Nice-to-have:
- Understanding of web application architecture (front-end, back-end, databases, APIs).
- Networking knowledge (DNS, HTTP/S, proxies, connectivity troubleshooting).
- Experience within the hospitality technology industry (POS, PMS, reservation systems, etc.).
- Additional languages are a plus.

At MAPAL, you’ll be part of a collaborative and fast-paced environment where innovation, continuous learning, and customer success are at the heart of everything we do.

If you’re passionate about solving complex technical problems, empowering teams, and delivering exceptional customer experiences — we’d love to hear from you!

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user support specialist – level 2 empleos en lomas de tecamachalco, mex

End User Support Specialist – Level 2

Support Specialist L1, PMS

Support Specialist L1, POS

MacOS IT Helpdesk Specialist

Retention Specialist

Support Engineering Specialist

EDI Specialist

Media Operations Specialist - Compute Consumer Campaigns

CRM Implementation Specialist

Specialist, Deactivations

Director, Technology Product Management

Software Development Specialist

SiteOps Specialist

Senior Business Systems Analyst (Workday)

Epic Healthy Planet / Population Health Analyst (Mexico & Costa Rica)

Sr Microsoft 365 & Infrastructure Specialist (CDMX)

Sales Analyst

Quality & Training Specialist, Spanish Speaking - Video Safety Operations - Mexico City

Quality & Training Specialist, Spanish Speaker - Live & Monetization - Mexico City

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Quiero recibir la alerta de empleo más reciente para user support specialist – level 2 en lomas de tecamachalco, mex

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